Cancellation Policy

1. INTRODUCTION

This Cancellation Policy governs the cancellation of orders placed through the Al Sharhan Industries eCommerce Website (“alsharhankw.com”).

By placing an order, the Customer agrees to the terms set out in this Policy.

This Policy operates in conjunction with the Company’s Terms & Conditions, Shipping Policy, and Returns & Refunds Policy.

2. ORDER STATUS AND PROCESSING WINDOW

Upon successful placement of an order, the order will enter a “Processing” status, during which it may be eligible for cancellation in accordance with the conditions below.

The Company operates a time-sensitive fulfilment model, including same-day order processing for next-day delivery.

3. CANCELLATION ELIGIBILITY

3.1 Cancellation Window

Customers may request cancellation of an order within two (2) hours of order placement, provided the order remains in “Processing” status.

3.2 After Processing Window

Once the cancellation window has expired, or once the order has moved into fulfilment stages (including but not limited to picking, packing, or dispatch preparation), the order may no longer be eligible for cancellation.

In such cases, the order will be treated as final and may only be returned in accordance with the Returns & Refunds Policy after delivery.

4. NON-CANCELLABLE ORDERS

Orders may not be cancelled once:

• They have entered fulfilment (picking/packing stage)
• They have been dispatched or handed over to logistics partners
• The cancellation window (2 hours) has expired

The Company reserves the right to determine the operational status of any order.

Customized, made-to-order, specially procured, or personalized products may not be cancelled once the preparation or procurement process has commenced.

5. CANCELLATION PROCESS

To request a cancellation, the Customer must:

• Contact customer service through official channels
• Provide order details within the cancellation window
• Receive confirmation from the Company that cancellation has been accepted

Cancellation requests are not considered valid until confirmed by the Company.

6. REFUNDS FOR CANCELLED ORDERS

Where a cancellation is successfully processed within the eligible window:

• A full refund will be issued to the original payment method
• No cancellation fees will apply

6.1 Processing Time

Refunds will typically be processed within 7–14 business days, subject to bank or payment gateway timelines.

7. FAILED OR LATE CANCELLATION REQUESTS

If a cancellation request is submitted:

• After the 2-hour window, or
• After the order has entered fulfilment

the Company reserves the right to:

• Reject the cancellation request; and
• Proceed with fulfilment of the order

In such cases, the Customer may still be eligible for return after delivery, subject to the Returns & Refunds Policy.

8. SPECIAL CONDITIONS FOR SAME-DAY PROCESSING

Given the Company’s operational model, including rapid fulfilment for next-day delivery:

• Orders placed during business hours may be processed immediately.
• The cancellation window may be shortened in practice once fulfilment begins.

The Company shall not be liable for inability to cancel orders once processing has commenced as the commencement of fulfilment constitute reasonable evidence that the cancellation period has effectively lapsed.

Furthermore, the Company shall not be held responsible or liable for any inability to cancel the order after the initiation of actual fulfilment procedures.

9. FRAUD PREVENTION AND ABUSE

The Company reserves the right to:

• Refuse cancellation requests suspected of abuse or manipulation
• Monitor repeated cancellation behaviour
• Restrict account activity in cases of misuse

10. CROSS-BORDER APPLICATION

This Cancellation Policy applies across all jurisdictions where the Company operates, including Kuwait and other GCC countries.

Where mandatory local laws provide additional consumer cancellation rights, such laws shall prevail to the extent required.

11. CONTACT INFORMATION

For cancellation requests:

Email: [email protected]
Phone: +96598556622

12. POLICY UPDATES

The Company reserves the right to amend this Policy at any time.

Updates shall be effective upon publication on the Website.